Michael Bailey Email & Phone Number

Home Office

I am responsible for assisting employees who encounter technical difficulties with the equipment utilized by our remote home-based staff. The computer software and hardware are under constant surveillance through an RMM software, ensuring that the system software remains current and up to date. I collaborate closely with our vendor to develop scripts that monitor the stability of computer hardware and manage software installations and uninstallations.My responsibilities encompass receiving, repairing, upgrading, imaging, and cleaning recovered company equipment. Subsequently, the equipment is repacked and dispatched to newly onboarded agents. I provide technical support to our employees, assisting them with various technical issues.Furthermore, I oversee a team of employees, some of whom hold positions in Tier 1 IT and workforce management.

Home Office

I am responsible for training and motivating my team of Call Center Agents. I answer questions, handle complaints, and provide support for our clients. I assist with training new employees while monitoring my team’s success on an ongoing basis.

Home Office

I manage a team of agents by listening to live and recorded calls, grading the calls to meet company standards. I provide both positive and negative feedback on an agent's performance and suggest ways for improvement.I ensure the maintenance of client service level requirements by managing proper staffing and overseeing agents' break and lunch schedules. This includes allocating sufficient time for each agent to complete necessary training and providing project timelines to review quality assurance scorecards and new processes introduced by the client.I maintain the appropriate staffing levels for cross-trained agents in our email response team, adjusting the workforce based on email volume and call load.I receive coaching notes from our client and convey them to agents as learning opportunities, aiding them in enhancing their skills and achieving higher client satisfaction.Moreover, I manage agents' call statuses, guaranteeing that they are in the correct status for the type of call received and the current stage of the agent's workflow.

Work From Home

• Obtains client information by answering telephone calls; interviewing clients; verifying information.• Determines eligibility by comparing client information to requirements.• Informs clients by explaining procedures; answering questions; providing information.• Maintains communication equipment by reporting problems.• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.Updates job knowledge by participating in educational opportunities.

• Created and implemented a successful new process that saved money, time, and increased efficiencyby: eliminating paper orders in the lab department, allowed in-house physicians to see outside orders and prevent duplicate orders, allowed patients to receive notification of upcoming appointment requests from outside providers increased productivity for lab staff by eliminating lost or missing orders, increased the productivity of the patient services and scheduling staff, and reduced patient wait times• Coached other patient services team members in A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, and Thank You), a patient communication and satisfaction framework

• Collaborated with peer management team creating and managing a training program for new store managers• Performed several job responsibilities of the district manager including store audits, inventoryinspections, customer service interaction and quality, and ensuring that company standards were maintained at all stores• Achieved annual sales goals consecutively and increased sales revenues from $250K – $1M• Prospected successfully for new business through various marketing campaigns including radio, telemarketing, direct mail, referrals, Chamber of Commerce, Facebook, flyer distribution, and hosting andtraining various sessions on electronic devices for customers• Proactively recruited, interviewed, hired, and trained associates, assistant managers, and store managers• Managed District staff of up to 25 employees in 3 locations